Travel Advice News

Lombok, Indonesia Earthquake, August 6th 2018

We are aware that an earthquake has struck on the island of Lombok in Indonesia which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this.

We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up to date with the latest travel advice from Smartraveller.

If you are currently travelling:

If you are currently travelling and are in need of emergency assistance please call (+) 61 2 8015 6287

If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

If you haven't departed yet:

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Lombok earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Claims information:

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service on 1300 383 550 or email info@travelclaimscentre.com.au.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

Mount Agung, Bali Update, June 29th 2018

We wish to further update customers about Mount Agung in Bali. The volcano continues to erupt intermittently and there is an volcanic ash cloud that is causing some disruption to flights.

Please note that our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd Midday,(AEST), 2017.

Cover is only available for Mount Agung If you purchased a policy before 10am 16th September 2017 (AEST) or between 9am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.

If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.

Hawaii Volcano Kilauea Eruption And Ash Cloud, May 18th 2018

The Kilauea Volcano on Hawaii has erupted and we are closely monitoring events.

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.

If You Purchased A Policy Before 4.30pm On May 4th 2018 (AEST): Cover Is Available

The following information concerns those affected by the volcanic activity cloud that purchased their policy within dates where cover was available.

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Kilauea volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Kilauea volcanic activity.

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Kilauea volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Claims Information

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.

If You Purchased A Policy After 4.30pm May 4th 2018 (AEST): Cover Is Not Available

Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Kilauea Volcano or subsequent volcanic ash clouds.

Volcanic eruption overview, February 23rd 2018

As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.

For details on cover for Mt. Agung please refer the travel alerts below.

Mount Agung, Bali Update January 16th 2018

We wish to inform customers about an update on Mount Agung in Bali. The volcano continues to erupt intermittently. The latest eruption occurred on 16th January 2018 resulting in further Ash Clouds. Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd Midday (AEST).

Cover is only available for Mount Agung If you purchased a policy before 10am 16th September 2017 (AEST) or between 9am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.

If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.

Mount Agung Volcanic Eruption - Bali

Updated Alert: 27th November 2017

Bali’s Mount Agung volcano has erupted for a second time causing disruptions to flights in and out of Bali.

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.

If you purchased a policy before 10am 16th September (AEDT) or between 9am 6th November and midday 22nd November 2017: Cover is available

The following information concerns those affected by the Mount Agung volcanic ash cloud that purchased their policy within dates where cover was available.

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.

If you have not yet departed:

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Claims information

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.

If you purchased a policy after midday 22nd November (AEDT) or between 10am 16 September and 9am 6th November 2017: Cover is not available

Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud.

Mount Agung Volcanic Eruption - Bali

Updated Alert: 22 November 2017

Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open. We are now issuing a cut-off time for new policies purchased for this known event.

IF YOU PURCHASED A POLICY AFTER MIDDAY (AEST) 22ND NOVEMBER 2017: MOUNT AGUNG IS EXCLUDED.

For policies purchased after midday (AEST) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

IF YOU PURCHASED A POLICY BETWEEN 9AM 6TH NOVEMBER 2017 AND MIDDAY 22ND NOVEMBER 2017: COVER IS AVAILABLE.

For policies purchased between 9am 6th November until midday (AEDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.

We are monitoring the situation and will advise if and when this position changes.

The Department of Foreign Affairs and Trade (DFAT) is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

Mount Agung Volcano Bali Update

From 6th November 9am AEST

Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.

If you purchased a policy after 9am (AEST) 6th November 2017: cover is available.

If you purchased a policy after 9AM AEDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.

We are monitoring the situation and will advise if and when this position changes.

The Department of Foreign Affairs and Trade (DFAT) is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

If you purchased a policy between 10am (AEST) 16th September 2017 and 9am 6th November 2017: Mount Agung is excluded.

For policies purchased between 10:00AM (AEST) on 16th September 2017 and 9:00AM (AEST) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

For further information please refer to our original alerts issues 16th September 2017

Please be advised that Virgin has cancelled flights between Australia, New Zealand and Samoa from the 13th of November 2017.

If you entered into your policy before 9.00am NZDT Thursday 2nd November 2017:

If you are currently travelling:

If you have started your journey and your flight between Australia and Samoa has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you entered into your policy after 9.00am NZDT Thursday 2nd November 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy 9.00am NZDT Thursday 2nd November 2017: we would expect that this was done with an awareness of the Virgin flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have are looking for alternative travel arrangements to Apia you should attempt to book the same fare class as your original arrangement.

We will assess your claim under the terms and conditions of your travel insurance policy.

If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

We understand many customers have questions on Bali and their Travel Insurance. Regarding your Travel Insurance policy, the following travel warning remains in place from 16th September 2017. Please read this below. We recommend you also keep a close eye on the foreign office DFAT website.

19 September 2017: Mexico Earthquake

We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261.

If you purchased your policy before 9AM (AU Time) on 19th September 2017:

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there is cover to claim for reasonable additional travel, accommodation and meal expenses.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you purchased your policy after 9AM (AU Time) on 19th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM (AEDT) on Saturday 19th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake

Next steps you should take:

Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

This advice should be read in conjunction with your Product Disclosure Statement. If you have any further questions, or wish to make a claim, please contact us at info@travelclaimscentre.com.au.

19 September 2017: Auckland Airport Fuel Crisis

We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running. The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.

If you purchased your policy before 8AM (AU Time) on 17th September 2017:

If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.

We will reimburse you the lessor of:

(a) the total value of your unused, prepaid travel costs; or

(b) the total value of your confirmed and reasonable additional alteration costs.

You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.

You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.

Claims will be assessed in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you purchased your policy after 8AM (AU Time) on 17th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 8AM (AEDT) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.

You will still be covered for other unexpected events according to the terms and conditions of your policy.

Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

Next steps you should take:

Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

This advice should be read in conjunction with your Product Disclosure Statement. If you have any further questions, or wish to make a claim, please contact us at info@travelclaimscentre.com.au.

Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.

The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.

Mt. Agung was active 99 times between August and September, says head of the Karangasem Regional Disaster Mitigation Agency (BPBD), Ida Bagus Ketut Arimbawa.

"It is true that for the past month there has been an increase in activity with small rumblings several times, but the condition of Mt. Agung is still normal. It's safe for climbers looking one, to two days ahead. But be careful and vigilant," Arimbawa told Tribun Bali.

As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar

Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin , Tigerairand Jetstar websites.

The following information concerns those affected by the Mt Agung volcanic activity.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances

If you entered into your policy before 10am (AEDT) Saturday 16th September 2017

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 10am (AEDT) Saturday 16th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (AEDT) Saturday 16th September 2017 we would expect that this was done with an awareness of the latest Mt. Agung volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt. Angung volcanic activity

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:

Please also check out various news sites for updates on the latest Volcanic Activity.

Travel Advice and Warnings

8th September 2017: Mexico Earthquake

We are aware that an earthquake has struck off the coast of Mexico, and may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261.

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into your policy before 4pm AEST Friday 8th Septemebr 2017:

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 4pm AEST Friday 8th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4pm AEST Friday 8th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.

6th September 2017: Hurricane Irma

We are aware that Hurricane Irma may have an impact on policyholders travelling to or from Florida.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 10am on 6th September 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Irma.

Policies purchased after 10am on 6th September 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (AEST) Wednesday 6th September 2017 we would expect that this was done with an awareness of Hurricane Irma. For these policies, we will not pay any claim caused by or arising from or in any way connected with Hurricane Irma.

18th August, 2017: Barcelona Attack

We would firstly like to extend our sympathies to all those affected by the tragic event in Barcelona on the 18th of August 2017.

If you are currently travelling:

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.

If you have been injured as a result of the attack in Barcelona, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

21st July 2017: Timaru Flooding – New Zealand

We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 5.30pm on 21st July 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the flooding.

Policies purchased after 5.30pm on 21st July 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5.30PM (AEST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.

12th July, 2017: New Zealand Flight Disruptions

We are aware that some flights in and out of New Zealand have been cancelled due to severe weather conditions. The following information concerns policyholders whose travel arrangements have been affected by this event;

Policies purchased before 2pm (AEST) on 12 July 2017

If you have been affected by this event there may be provision for you to claim benefits provided by your 1Cover Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

Policies purchased after 2pm (AEST) on 12 July 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 2PM (AEST) on Wednesday, 12 July 2017 we would expect that this was done with an awareness of the current flight disruptions. For these policies, we will not pay any claim arising from or in any way connected with flight cancellations or disruptions caused by the inclement weather scheduled to fly in or out of New Zealand.

3rd June, 2017: London Attack

We would firstly like to extend our sympathies to all those affected by the tragic event in London on the 3rd of June 2017 (local time).

If you are currently travelling:

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.

If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

23nd May, 2017: Manchester Arena Incident

We would firstly like to extend our sympathies to all those affected by the tragic event in Manchester on 23rd May 2017.

If you are currently travelling:

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.

If you have been injured as a result of the attack in Manchester, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

5th May 2017: Cyclone Donna

We are aware that Cyclone Donna may have an impact on policyholders travelling to or from Vanuatu.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 3pm on 5th May 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Donna.

Policies purchased after 3pm on 5th May 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5PM (AEST) Wednesday 5th May 2017 we would expect that this was done with an awareness of Cyclone Donna. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Donna.

12th & 13th April 2017: Cyclone Cook

We are aware that Cyclone Cook may have an impact on policyholders travelling to or from the North Island and Nelson/Blenheim region of New Zealand.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 4pm on 12th April 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Cook.

Policies purchased after 4pm on 12th April 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4PM (AEST) Wednesday 12th April 2017 we would expect that this was done with an awareness of Cyclone Cook. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Cook.

28th March, 2017: Cyclone Debbie

We are aware that Cyclone Debbie may have an impact on policyholders travelling to the North Queensland area.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 5pm on 28 March 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Debbie.

Policies purchased after 5pm on 28 March 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5pm (AEDT) Tuesday 28th March, 2017 we would expect that this was done with an awareness of Cyclone Debbie. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Debbie.

22nd March, 2017: London Attack

We would firstly like to extend our sympathies to all those affected by the tragic event in London on Wednesday, 22 March 2017.

If you are currently travelling:

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information (http://www.bbc.com/news/live/uk-39355505).

If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

If you entered into your policy before 7.30am AEDST Friday 3rd February 2017:

If you are currently travelling:

If you have started your journey and your Tigerair flight between Australia and Denpasar has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you entered into your policy after 7.30am AEDST Friday 3rd February 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 7.30am AEDST Friday 3rd February 2017 we would expect that this was done with an awareness of the Tigerair Australia flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

For More Information

Please be advised that Tigerair Australia has cancelled several flights between Australia and Denpasar (Bali) following a decision by the Indonesian government to impose new administrative requirements for the operation of its flights between Bali and Australia.

Tiger is providing re-scheduled flights and accommodation for those affected in Bali and Australia. They are currently reviewing their flights for tomorrow.

If you entered into your policy before 3.30pm AEDST Wednesday 11th January 2017:

If you are currently travelling:

If you have started your journey and your Tigerair flight between Australia and Denpasar has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you entered into your policy AFter 3.30pm AEDST Wednesday 11th January 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 3.30pm AEDST Wednesday 11th January 2017 we would expect that this was done with an awareness of the Tigerair Australia flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

For More Information

Berlin Attacks

We would firstly like to extend our deepest sympathies to all those affected by this tragic event.

If you are currently travelling:

If you have been injured as a result of the recent attacks in Germany, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information. Australians should remain vigilant in France by minimising movement in public places and following the instructions of local authorities.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

21st and 22nd November 2016: Japan Earthquakes

We would firstly like to extend our sympathies to all those affected by the earthquakes in Japan. Please be advised there is currently a tsunami warning in place. We urge all people in the area to stay safe and follow the directions of emergency service personnel.

If you are currently travelling and need emergency assistance, please call (+) 61 2 8015 6261.

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into a policy before 6am JST Monday 21st November 2016:

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquakes, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquakes.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquakes and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 6am JST Monday 21st November 2016:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 6am JST Tuesday 22nd November 2016 we would expect that this was done with an awareness of the earthquakes. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquakes.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT)maintains travel advisories for more than 160 destinations overseas via its website. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to Japan.

14th November 2016: New Zealand Earthquake

We would firstly like to extend our deepest sympathies to all those affected by the earthquake in New Zealand, and we urge all people in the area to stay safe and follow the directions of emergency service personnel.

If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into your policy before 12am NZDT Monday 14th November 2016:

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 12am NZDT Monday 14th November 2016:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12am NZDT Monday 14th November 2016 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to New Zealand.

For More Information

Thailand Travel Advisory – The Passing of His Majesty the King of Thailand

We regret to inform you of the passing of His Majesty, the King of Thailand. Be aware that this is a time of deep sorrow for the Thai people, so please abide by local laws and respect Thai customs at this time.

Also be aware that there may be some disruption of public services, entertainment and tourist venues. We advise that you give yourself ample time whenarriving at Thailand airports as there may be security and other delays.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

Please note that there is no provision to claim for fear of travel or loss of enjoyment. If you need any further information or the situation in Thailand changes please do not hesitate to contact us. Please stay safe during this period of mourning.

Hurricane Matthew – East Coast USA

We hope all customers travelling to or in the USA take care during this weather event, and please do not hesitate to contact our emergency service if you are in need of assistance.

We are aware that Hurricane Matthew having an impact on policyholders travelling to USA.

The following information concerns policyholders whose travel arrangements have been affected by this event;

Policies purchased before midnight on Thursday 6th October 2016

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details

If you are currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Matthew.

Policies purchased after midnight on Thursday 6th October 2016

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDT) Thursday 6th October we would expect that this was done with an awareness of Hurricane Matthew. For these policies, we will not pay any claim caused by or arising from or in any way connected with Hurricane Matthew.

Several flights have been reported cancelled and diverted. The airlines may also cancel or divert future flights into and out of Denpasar

Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin , Tigerairand Jetstar websites.

The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances

If you entered into your policy before 6pm (AEDT) Tuesday 27th September 2016 (and not within periods detailed in previous travel warnings - see below):

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mt Rinjani volcanic ash cloud, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Mt Rinjani volcanic ash cloud.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Rinjani volcanic ash cloud and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 6pm (AEDT) Tuesday 27th September 2016:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 6pm (AEDT) Tuesday 27th September 2016 we would expect that this was done with an awareness of the latest Mt Rinjani volcanic ash cloud. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Rinjani volcanic ash cloud.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.

You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.